KC
Kregg Chadwick
2 days ago
**CUSTOMERS BEWARE: Read this before bringing your vehicle here. My advice: take it somewhere else.**
**Stephanie, the GM, asked whether I wanted the same painter whose repair work was terrible “do the best he could” to fix them, or whether I wanted her to leave my vehicle and keys outside for me to pick up. That was the GM's response after her shop returned my vehicle with major paint defects.**
I brought my nearly new vehicle here to repair two small dents. When I came to pick it up, I found bubbles throughout the clear coat on the tailgate and passenger-side quarter panel, a drip in the paint, a piece of fabric painted into the finish, and a chip in a different section that was not there before I brought it in. Not to mention, they left window sealant above the rear window. The vehicle looked worse than it did when we brought it in, so I refused to accept it.
They kept my vehicle for another week to correct the problems. During that time, I was told more than once that Stephanie would call me. She never did. I finally had to call the shop myself just to get an update on my own vehicle.
When I spoke with Stephanie, I expected an explanation of exactly how they planned to correct the defective work. Instead, she minimized the problems as “minor imperfections” and proceeded to argue that they are a “production shop,” not a restoration or detailing shop.
I was not asking for a museum-quality restoration. I expected professional paint and body work without bubbles, paint drips, fabric trapped in the finish, chipped paint, or sealant left on the vehicle. That should be the bare minimum at any collision center.
When I specifically asked whether their planned correction would actually fix the paint problems, Stephanie said it “should” fix them and the vehicle “should look better.” That is not reassuring when the same shop and the same painter created the problems in the first place. I was not looking for my vehicle to look “better.” I expected it to be repaired correctly and returned to its pre-accident condition.
Stephanie then asked whether I wanted the painter to do the best he could or whether I wanted them to pull my vehicle outside and leave the keys for me. That was the solution offered by the GM after her shop returned my vehicle in worse condition than when I dropped it off.
At that point, I instructed them to stop working on the vehicle while I contacted GEICO. I should not have to involve my insurance company just to get a collision center to address problems created by its own workmanship.
If I were the owner of this location, I would seriously consider additional training for Stephanie on how to communicate with customers, follow through on promised calls, and professionally manage major defects in completed repairs. Problems can happen, but a general manager should know how to take ownership, communicate clearly, and confidently explain how the shop will correct them. Minimizing the defects, making excuses, failing to communicate, and telling a dissatisfied customer that the vehicle can simply be left outside is completely unacceptable.
I understand that mistakes happen. What I cannot accept is poor workmanship followed by failed quality control, broken promises, no communication, excuses, and a general manager who treated my legitimate concerns like an inconvenience.
I would never trust this facility to perform any kind of work on another vehicle I own. If I could leave less than one star, I would.